Pick Up, Drop Off, Service Animals & Urgent Care

Pick Up & Drop Off Guidelines

If we will be transporting you using shared ride or a taxi, you will be told in advance the time you will be picked up by the MATP driver. Please be ready ahead of time. Our drivers are required to pick you up no sooner than 15 minutes before your scheduled time and no later than 15 minutes after your scheduled pick-up time. Our policy is to drop you off at your provider’s office no more than 1 hour before your scheduled appointment, and to pick you up no later than 1 hour after your appointment is finished. If we do not meet these timelines and you are kept waiting, you should call us to report the problem and to see if alternative arrangements can be made.

Pick-Up Window

A pick-up time will be given to each customer. The customer must be ready a minimum of 15 minutes prior to the pickup time provided by the customer. Customers may be picked up as much as two hours prior to their appointment time, depending on location of customer and location of destination in relationship to the customer’s home.

Portable Oxygen & Personal Respirators

Portable oxygen, personal respirators or other life support equipment is permitted on board Wayne County Transportation System vehicles. The equipment must be small enough to fit into the vehicle and be secured.

Service Animals

Service dogs are welcome on Wayne County Transportation System vehicles. Upon a client’s request to ride with a service dog, Transportation staff may ask the following questions:
1. Is the dog a service animal required because of a disability? and
2. What work or task has the dog been trained to perform?

Urgent Care Transportation

Urgent Care is any illness or severe condition which under reasonable standards of medical practice would be diagnosed and treated within a 24-hourt period and if left untreated could rapidly become a crisis or emergency situation; or discharge from a hospital will be delayed until services are approved; or a member’s/consumer’s ability to avoid hospitalization depends upon prompt approval of services.

Urgent Situations 

At some point you may need transportation on short notice for an urgent care matter. Urgent care includes any situation where your medical provider has told you that you need to come to their office or to obtain some other medical treatment or service, that same day or within the next 24 hours. Urgent care is for any illness or severe condition, which under reasonable standards of medical practice would be diagnosed and treated within a 24-hour period and if left untreated, could rapidly become a crisis or emergency situation.

Requesting Urgent Care

We have a process for responding to any urgent care requests and will make every effort to help you get to the medical care you need. Contact the Transportation office immediately to arrange transportation. The office will verify with the medical provider that the appointment is urgent, and then will arrange transportation. If the appointment is called in after office hours, leave a message with your name and phone number, and someone will return your call.

Arrangements will be made for your ride, or you will be provided mileage reimbursement forms to have someone take you. During normal business hours, your ride to the medical provider will be secured within 3 hours of the time you make a request, and within 24 hours during after-hours, weekends, and scheduled holidays, and for hospital discharges. If you need transportation for an urgent care matter, you or your doctor may request an urgent care ride for you by calling 1-800-662-0780, 24 hours a day, 7 days a week.

If the service cannot be secured through the Medical Assistance Transportation Program organization within the timeframe due to excessive distance or other issues, the customer’s request for exceptional transportation will be redirected to the County Assistance Office. If you have questions regarding the transportation options available to you, please contact our office.

If you need transportation for an urgent care matter, your doctor may request an urgent care ride for you by calling 800-662-0780, 24 hours a day, 7 days a week. However, urgent care does not mean emergent care. If your condition is that medically serious, your doctor should order an ambulance. If the service cannot be accomplished through the MATP organization within 24 hours due to excessive distances or other issues, the customer will then be redirected to the CAO who will arrange for extraordinary transportation. If you have questions regarding the transportation options available to you, please contact our office.